We are aware that currently call transfer is showing the agent number when transferring. We are working on a change to show caller’s id instead. Please stay tuned.
This feature only works when the voice agent is using Retell numbers or imported numbers. If your voice agent is using custom telephony via the dial to SIP endpoint route, you need to write your own call transfer logic.

Retell voice agents have the ability to transfer the call to another agent or phone number. An agent can transfer to multiple numbers.

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Steps

1

Add Call Transfer Tool

For every number you want the agent to be able to transfer to, add one call transfer tool. You can optionally write a description on when the transfer should be triggered, and who / what department this transfer is to.

The transfer to number must be in e.164 format.
2

Add Prompt

Add prompts to guide agent when to trigger the transfer. You can write stuff like

If customer want to talk to human agent, like constantly saying "agent, agent", call
transfer_call tool to transfer the call to human agent.
3

Give It a Try

After saving the agent, you can test by calling the number.

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